Call Center Workforce Management Supervisor

Call Center Workforce Management Supervisor

This position is responsible for the accurate forecasting of call volumes for all lines of business, in multiple Call Center Operations. The position prepares seasonal traffic forecasts, recommends optimal schedules, oversees the shift bid process and coordinates the activities of the Scheduling Supervisors housed in each operation. This position works closely with Operations Analysts to analyze traffic and trends to recommend solutions to increase productivity and achieve service levels. In addition, the position determines drivers of forecast variance to actual volume, analyzes staff utilization and recommends staffing mix.Job Duties

• Manage day-to-day activities of Scheduling Supervisors, ensuring large group and team meetings, coaching, training and other non-production time are staggered within and among operations. Ensure processes are executed consistently among operations and audits compliance with recommended practices. Coach and counsel Scheduling Supervisors, as well as performs annual performance appraisals.
• Support Call Center operations by developing seasonal forecasts by line of business for all Call Center operations. Run What-if Analyses as needed, and develop forecasts for new lines of business.
• Ensure uploaded data from ACD software and manual inputs at the field level are accurate. Audit data, ensuring data captured and entered is accurate and that data entry parameters are established and adhered to.
• Optimize forecasts as needed. Define and oversee shift bid process. Conduct post-shift bid evaluation, monitoring productivity levels after new schedules are activated.
• Troubleshoot and maintain scheduling software and equipment, minimizing down time.
• Analyze and recommend staffing mix changes that will provide the ideal number of 40-hour, 30-hour, 25-hour and Hourly personnel. Recommend optimal placement of employee vacancies and additional positions.
• Evaluate utilization, compare and contrast productivity among operations. On an ongoing basis, recommend actions to reduce shrinkage and increase utilization.
• Evaluate new product offerings and services related to workforce management, and make appropriate recommendations. Establish user contacts in other organizations or user groups.
• Train scheduling software users within Call Center operations and ensure support personnel trained to ensure coverage for any contingencies. Track hiring and training activities, determine needs and communicate with ET&D, HR and within field operations.
• The position must balance offline needs with traffic demands, as well as employee needs. Decisions are made independently based on call center knowledge and historical data. The position is called on to make minute-by-minute decisions impacting member service and call center operations.
• Management intervention is minimal, although occasionally necessary when issue resolution is outside of authorized job scope

Qualifications

• Bachelors Equivalent combination of education and experience
• 4-6 years Operational systems and/or data analysis as it relates specifically to a call center environment. Required
• Knowledge of existing and emerging workforce management software, automatic call distribution (ACD) technology and industry best practices required.
• Demonstrated leadership capabilities, including the ability to develop and motivate employees required.
• Proven ability to produce highly reliable statistical analysis, as well as effectiveness in synthesizing complex data and providing effective proposals for resolution required.
• Ability to present complex data in a manner that is “user-friendly” to those individuals that rely on the information for Business Unit or Department Goals and Objectives.
• Professional written and oral communications skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access.
• Position may require occasional travel to AO and other operations for meetings and training.
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

The starting pay range for this position is:

$80,100.00 - $107,000.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:

    Health coverage for medical, dental, vision

401(K) saving plans with company match AND Pension    

    Tuition assistance

Floating holidays and PTO for community volunteer programs

    Paid parental leave

Wellness programs

    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).